前台主管 Guest Service Supervisor

职位描述 Job description
1.督导前台正常运作，并确保所有员工完全遵循酒店政策标准，始终向客人提供热情，友好的服务。
Responsible for the smooth running of Front Desk operations ensuring all agents are performing according to hotel policies and procedures, providing warm and friendly services to all hotel guests
2.召开每日交班会，确保所有员工在接班前做好准备，并知晓酒店最新信息,如：当日预到，新操作流程，特殊关注客人，酒店最新促销活动，培训日程安排及其它相关信息。
Conduct daily shift briefings to disseminate information pertaining to arrivals for the day, new operations procedures, special attention guests, hotel promotions update, training schedules and other related matters to ensure all Front Desk agents are prepared with updated information before the start of each shift.
3.为客人准确提供酒店各营业点信息，熟练为客人推荐城市指南，餐厅，艺术场馆等客人感兴趣的地点。
Provide assistance and directions to all hotel patrons. Is well known to city guides, restaurants, artists and other people of interest to our guests.
4.督导VIP客人接待过程，确保客人在店期间得到妥善照顾。
Monitor all VIP guests welcome process, ensure all guests are well taken care of during their staying.
5.有效处理客人要求，尤其在前台涉及到房间和房价。在满足客人需求的同时做到客房收益最大化，并帮助员工做决定和处理客人争执。
Effectively handle all guest requests, especially pertaining to room and rate requests at the Front Desk, to maximize room revenue while satisfying guest needs, and be able to assist colleagues in making decisions and diffusing any conflicting situations with guests.
6.检查前台员工及时分配任务和班次工作，确保每一个班次结束时员工已完成所有工作。
Check to ensure timely completion of assignments and duties by Front Desk Agents and that all shift tasks are completed by the end of each shift.
7.负责前台员工培训，检查员工表现，确保所有员工遵守酒店政策程序，并向员工提供反馈，必要时进行跟进和再次培训。
Responsible for training of Front Desk Agents, monitoring their performance to ensure all Agents are following hotel procedures at all times, and to provide feedback and retraining follow-ups when necessary.
任职要求 Qualifications
1.至少3年大专或旅游管理相关专业
Minimum 3 years’ college education or hospitality related qualifications
2.1年以上国际品牌酒店前厅部主管职位工作经验
Minimum 1 year Front Office experience in an international hotel in a supervisory position
3.良好的英文口语和写作能力，出色的人际关系，良好的沟通能力，出色的计算能力，能在压力下工作并具备一定领导力。
Good oral and written English proficiency, strong interpersonal skills, able to communicate with all levels, strong in mathematical abilities, able to work under pressure and leadership qualities.